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Technical Customer Support L2

Veryfi, Inc.· Support
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Hybrid (Remote (Colombia, Mexico, Brazil))$30k - $45kFull-timePosted 2mo ago

About the role

Technical Support Specialist (Tier 2) for Veryfi’s OCR and expense management platform. Combines customer support with hands-on technical troubleshooting of REST APIs, webhooks, and integrations in a fast-paced startup environment.

Responsibilities

  • First Response Excellence: Serve as the primary point of contact for all technical support inquiries, providing professional and timely initial responses
  • Ticket Triage & Routing: Monitor, route, and accurately categorize incoming support requests by product, urgency, and issue type
  • Problem Solving: Solve customer problems
  • SLA: Meet strict response time requirements
  • Queue Management: Prioritize tickets based on severity, maintain status updates, and ensure organized ticket workflow
  • Customer Communication: Maintain professional, empathetic communication with clear expectations and step-by-step guidance
  • Knowledge Base Maintenance: Keep internal and external knowledge bases updated with new solutions and changes
  • Documentation Creation: Document common issues, resolutions, and troubleshooting steps
  • Process Improvement: Contribute to support process improvements based on customer feedback and team insights
  • Knowledge Sharing: Participate in regular support team meetings and contribute to continuous improvement initiatives
  • Escalation Management: Escalate issues to specialized teams with complete context and proper handoff
  • Cross-functional Communication: Share insights with product and development teams
  • Continuous Learning: Stay updated on product changes and industry best practices
  • Growth Opportunities: Opportunity to become an expert on AI tools, model training, complex integrations, and architectures
  • Performance Standards: Resolve L2 tickets with minimal escalations, maintain low ticket reopening rate, meet SLA response times, and achieve high CSAT

Qualifications

  • 3+ years in B2B technical support L2
  • Hands-on debugging of REST APIs, webhooks, or integrations, with tools you can name
  • Comfort with Python/Node.js snippets and JSON to spot issues (no production code required)
  • Experience writing clear technical docs or KB articles
  • Ability to hand off a problem with steps to reproduce
  • Bonus: prior experience supporting an AI, ML, OCR, or data-extraction platform

Skills

Required:REST API debuggingPython/Node.js snippetsDocumentation/writing

Benefits

  • Not specified in the description
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Veryfi, Inc.

APIs to Transform Documents into Structured Data

Veryfi's cutting-edge multimodal AI transforms documents into structured data with unparalleled accuracy, bulletproof privacy, and lightning-fast speed. Experience the power of data extraction, fraud detection & product intelligence. Veryfi gives you a fully integrated suite of data transformation products for you to securely capture, extract and transform bills, receipts and any other documents into structured data for use in your app, website or backoffice. To learn more https://www.veryfi.com/

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